The US arm of Apple iPhone’s Speed of Resolving the Problem has dropped -3 points to 55 this quarter, meaning its Overall Effort Score has also declined -1 point to 59. As a result, it now sits in 3rd position in the US Technology Retail rankings.
Diving further into why its Speed of Resolving the Problem score has lowered, customers marked it down for how they were able to speak to a customer service agent that could help with their query, with just 40% rating them ‘excellent’ – a 5% decline.
Furthermore, 5% fewer customers (42%) said the tech retail company made it ‘very easy’ to achieve what they set out to do.
In addition to focusing on improving its Speed of Resolving the Problem score, it will likely turn its efforts to Valuing the Customer, too, which also went down -3 points to 59. Last quarter, more than half (56%) said they were ‘very satisfied’ with the outcome of their communication or contact. However, this quarter, this had dropped to 42%.